Today’s banking environment is primarily digital, with 42% of customers preferring a mobile banking experience over desktop and in-branch when given a choice, according to the 2019 Future Branches Consumer Study. Organizations are now deploying a host of new and developing tools to meet their customers with the level of convenience they expect.
These tools have the potential to elevate digital customer experience (CX) as a competitive element to an exponential degree. They include both foundational investments in mobile apps, personalization, and payment tools, as well as more advanced technologies that push the boundaries of what is exclusive to a brick and mortar experience, versus deliverable on a digital platform.
Online banking and financial apps have led to a proliferation of choice and flexibility. This means that brands have more competition than ever, and much of that competition is based on the premise of enhanced convenience. As CX grows as a differentiator, organizations must establish a formal CX strategy to ensure that the organization remains relevant despite changing customer expectations.
This study features insights into how these technologies are being prioritized at banks and financial organizations. The report will also explore how respondents envision their CX strategies will develop alongside their technology investments. You’ll be provided with actionable steps your bank can take to deploy new Voice of the Customer (VoC) initiatives, CX technologies, and analytics, so you can move the needle internally and create a truly cutting-edge customer experience.